User Support Specialist (Relocation to UAE)

***RELOCATION OPPORTUNITY TO UNITED ARAB EMIRATES***, please apply only if you are based outside of UAE.

Sphere combines global expertise and local insight to help people and companies turn their ambitious goals into reality. At Sphere, we put people first and strive to be a changemaker by building a better future through innovation and technology. Sphere is helping a well-known multinational company innovate and bring new platforms to market and is looking for a Support Engineer to join our team.

Location: UAE, Sharjah/Dubai

Type: Contract

Start Date: ASAP

Responsibilities include but are not limited to:

• Provide technical assistance and support to end-users via phone, in-person, or other formal communication channels.
• Troubleshoot and resolve hardware and software issues in line with company IT policies.
• Manage user accounts, including creating and configuring new IDs and email accounts.
• Install, configure, and troubleshoot desktops, laptops, printers, mobile devices, and other IT peripherals.
• Ensure the proper deployment and functionality of applications for users.
• Provide proactive support to minimize downtime and enhance user satisfaction.
• Maintain meeting rooms, ensuring AV equipment and other technical components are operational.
• Support remote locations/offices, ensuring consistent IT functionality across all sites.
• Implement and maintain security measures to protect software and hardware.
• Explore innovative solutions and technologies to streamline support processes.
• Maintain documentation and logs of all support activities, ensuring timely resolution as per predefined SLAs.
• Report to Manager, IT Infrastructure, and Director, IT, with frequent daily interactions with end users and occasional contact with Directors and Executive Management.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of proven experience as a User Support Engineer or in a similar role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in Microsoft Office Suite and other common business applications.
• Experience with IT service management (ITSM) frameworks, such as ITIL.
• Excellent communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• Understanding of cloud computing concepts and technologies.
• Flexibility to work in a fast-paced environment, with the ability to work independently and in a team.
• Driving license is required;